kitty.vladoiu@mycostmaster.

com
DOUBLE PAYMENT
Customer said he received a bill and he sent us a check for it but that he also
checked his bank statement and discovered his cc was also charged for the same i
nvoice. Agent informed the customer he had automatic payment set up so there wou
ld be no need to make manual payment in the future. He also informed customer th
at he had a credit in the account since the payment was done twice and that that
credit would be used for future invoices. Customer understood.
NO CLOSING/OPENING
Agent didn't close the call properly
she didn't thank the customer for calling a
nd didn't state the name of the company.
DIDN'T STATE
Agent didn't state the company name in the closing.
CUSTOMER HUNG UP
Customer hung up while the agent was closing the call properly.
CHANGE OF PIN
Customer called to change the PIN in the account and to ask if she could use the
service in Ireland. The agent changed her PIN and informed the customer that sh
e could not use the service from other countries.
UPDATE ADDRESS
Customer called to update the address in the account. Agent updated the address
successfully.
REGISTER A NEW CC
Customer called to register a new credit card in the account. Agent updated the
new credit card successfully in the account and provided the confirmation number
for the registration.
REMOVE A NUMBER
Customer called to cancel a number on her account. The agent removed the number.
ADD A NEW NUMBER
Customer called to register a new phone number. Agent registered the number succ
essfully in the account, provided the access number and dialing instructions.
OWNER DEAD
Customer called to close the account of her mother as she passed away. The agent
informed her that she had to send via email a copy of the death certificate in
order to close the account as well as the account number.
RECHARGE
Customer called to make a recharge of $. Agent advised the total amount with tax
es, customer agreed, agent made the payment and provided the confirmation number
. didn't want it

BALANCE INQUIREMENT
Customer called to know what was his balance. Agent provided the correct balance
. Customer understood.
ONE TIME PAYMENT
Customer called to make a one time payment.Agent provided the correct balance in
the account, made the payment and provided the confirmation number.
ACCOUNT BLOCKED BAD CC
Customer said she couldn't make calls and wanted to know why. Agent explained cc
fail and gave the details of the cc that was registered in the account. Custome
r said she didn't have that cc anymore and wanted to update a new one. Agent inf
ormed she would also need to make the payment for the balance in the account and
also advised about the $5 reinstatement fee. Customer agreed to make the paymen
t, agent provided the confirmation number and also updated the new cc in the acc
ount.
DIALING INSTRUCTIONS
Customer said she wanted to call Greece but she didn't know what she was suppose
d to dial. Agent provided the correct access number and gave dialing instruction
s. Agent wanted to provide the country code as well but customer already got it.
Customer hung up while the agent was closing the call properly.
LATE LEC
Customer called to request our CIC because he was in Pending LEC response for 3
weeks he said, and they told him the CIC 0444 was not good. Agent provided STZ 0
719 to the customer and advised him to give us a call back after the LEC would g
ive him a confirmation number in order for us to activate his account.
INQUIRE RATES
Customer called to inquire the rates for . Agent provided the correct rates.
COULDN'T MAKE LD CALLS
Customer said he couldn't make LD calls that day. Agent provided the 1700# and a
dvised the customer to dial it to make sure he was still connected to Startec. C
ustomer wrote the 1700# down and agent explained that in case he doesn't hear th
e Startec message to give us a call back. In case he would hear Startec agent pr
ovided the dialing instructions correctly and advised him to try calling again.
Customer agreed.
NOT ACCOUNT HOLDER
The account holder's wife called to ask information about the charges on the lat
est bill. Agent kindly explained that since she was not the account holder, she
couldn't provide information about the account. Customer said it was her cc on f
ile, but agent explained again to ask her husband to call us and register her na
me in the account also. Customer agreed.
ACCOUNT CANCELED WANTS TO SEE HIS BILL
Customer called to request a copy of the last invoice from his canceled account.
Agent told him he would send the bill directly to his e-mail address. Customer
said he always only gets a notice to go to the website but he tried to log in an
d he couldn't. Agent advised the old account was canceled and that was the reaso

n he could no longer view his bills online. Agent asked for an e-mail address of
the customer and assured him we would send the bill to his e-mail address. Cust
omer agreed.
CHANGE MAIN NUMBER
Customer called to change the main number from her account. Agent informed her t
hat she had to close the account and open a new one. Agent advised about the las
t bill, closed the account and then he transferred the customer to Sales.
NO ACC HOLDER
Customer called to cancel his mother account. Agent explained that only the acco
unt holder can cancel the account. Customer hung up the phone before the agent c
ould close the call properly.
CANCEL IN ADVANCE
Customer called to advise us she would like to cancel the account starting June
15th. Agent explained the account cannot be cancelled at a future date and advis
ed customer to call us on the date from which she would like to cancel.
CANCEL ACC CERT
Customer's daughter called to cancel the account. Agent informed she has to send
us the death certificate of her mother by fax or e-mail as proof in order for u
s to be able to cancel the account. Agent provided fax number and e-mail address
and advised the customer to mention also the account number.
CHECK RATES
Customer called to check the rates for Indonesia, agent provided the rates corre
ctly.
LEFT NOTES ANOTHER USER
Agent left the note in the account from another user.
INVOICE COPY
Customer called to ask for the copy of his invoices from the last year. Agent co
nfirmed the customer that he would received the invoices by email.